Current
QA Lead, Risk Operations
New York, NY
Sponsorship not specified$95k-$130kDetected 14 days ago
CompliancePerformance ManagementZendeskCadenceLeadershipCommunicationMentoringPublic SpeakingOrganizational Skills
About the role
- We're looking for a QA Lead, Risk Operations to join our growing Risk Operations team in New York. In this role, you'll execute and enhance the quality assurance program that evaluates how accurately and consistently our Risk Operations team delivers outcomes for members, with disputes as the primary focus and organizational responsibility for QA coverage across the broader Risk Operations function.
- You will govern the QA program with our BPO partners, setting standards, reviewing their QA output, and running calibration sessions to validate scoring alignment, while also directly evaluating internal team member performance. You will surface trends, document findings, and bring clear data to Operations, Compliance, and Learning & Development so the right people can act on it.
- This role is ideal for someone with direct QA experience in a disputes, fraud, or risk environment in consumer fintech or financial services, who is fluent in Reg E, Reg Z, and CFPB requirements at the agent decision level and is comfortable building toward a QA program that expands in scope as the Risk Operations team grows.
Responsibilities
- conduct QA of QA reviews, lead calibration sessions with BPO QA leads, and hold partners accountable to performance benchmarks
- Maintain and update QA scorecards as product, policy, or regulatory requirements evolve, ensuring scoring criteria remain current and consistently applied across all reviewers
- document observations clearly and bring prioritized, data-supported findings to Operations, Compliance, and Risk leadership for action
- partner with the L&D Lead to ensure findings inform training content and coaching priorities
- Support audits and regulatory reviews by maintaining well-documented QA records and serving as the subject matter expert on QA methodology and outcomes across Risk Operations
- Serve as Current's QA governance owner for outsourced disputes operations; conduct QA of QA reviews, lead calibration sessions with BPO QA leads, and hold partners accountable to performance benchmarks
- Analyze QA findings to identify error trends and knowledge gaps; document observations clearly and bring prioritized, data-supported findings to Operations, Compliance, and Risk leadership for action
- Prepare regular QA performance reporting, including accuracy rates, error trends, and compliance adherence, with Disputes Operations and Risk leadership; partner with the L&D Lead to ensure findings inform training content and coaching priorities
- Demonstrated ability to design and maintain QA scorecards, conduct structured calibration sessions, and drive scoring consistency across internal and external teams
- Strong analytical skills with the ability to identify error patterns, document findings clearly, and present data-supported observations that enable Operations and Compliance leadership to make informed decisions
Requirements
- 4+ years of experience in quality assurance, operations quality, or risk operations, with direct QA experience in a disputes, fraud, or financial risk environment
Compensation
- Competitive salary
Benefits
- Meaningful equity in the form of stock options
- Discretionary performance bonus program
- Medical, Dental and Vision premiums covered at 100% for you and your dependents
- Flexible time off and paid holidays
- Generous parental leave policy
- Commuter benefits
- Fitness benefits
- Healthcare and Dependent care FSA benefit
- Employee Assistance Programs focused on mental health
- Healthcare advocacy program for all employees
- Access to mental health apps
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